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sim swap not working

hmmmdingo
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hi, i rang yesterday o2 customer sevices to do a sim swap.

i was told it would take up to 24 hours. it has now gone beyond this and i have had no phone for all that time

whenever i ring customer services the automated response keeps cutting me off!!#

i tried a online chat but kept being told that all the workers are busy.....for the last 4 hours apparently

 

its now too late to speak to someone so i now have to wait til tomorrow to try and speak to someone again

 

why is this taking so long???

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MI5
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@hmmmdingo 

Have you rebooted your phone?

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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hmmmdingo
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yes 4 times so far

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MI5
Level 94: Supreme
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You may have a faulty sim then @hmmmdingo 

You'll need to call customer service. 8.00am is the best time to call.
Numbers here Guide: Coronavirus Community Help and Support 
Or advice from an O2 Guru regarding a way to get through:
If you call 202, when it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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hmmmdingo
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thanks for you help. however the sim worked perfectly fine in my old phone yesterday. its the same sim i had, i am just keeping the same number

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MI5
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Sorry @hmmmdingo 

I'm not following?

A sim swap moves you from one sim to another?

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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hmmmdingo
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they called it a sim swap

 

took out a new contract having been sim only for years. was assigned a new number but i said i wanted to keep my original number. they called it a sim swap, but it seems like they have just disconnected the number and not turned it back on!!

 

sorry for the confusion

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MI5
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@hmmmdingo 

You could have just used your old sim in the new phone as your tariff is upgraded on your account which the sim replicates.

I guess you have another sim card that came with the phone?

If so, try that to see if they switched you to that sim.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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